In charge of the service or product to think about

Arfanjhl80

Content creation tips Isn t there a lot of cases where the customer s resolution rate is obtained as a KPI for FAQs and used as an improvement indicator However there are many cases in which it is not possible to achieve the index with only the answers to the questions in other words there are many cases where solutions cannot be presented to the customer so other improvement measures are necessary. Of course it is best to be able to solve everything with the answer text but if it is difficult I think it is good to post a link to My Page or other internal company pages and watch the transition rate as a KPI.

It can be said that the role of the external FAQ page is to guide customers who have come to see the FAQ to the page that meets their purpose without hesitation. Brush up after creating QA I think that everyone who creates sweden phone number list QA should do it as a matter of course but the FAQ does not end after it is created but it is important to have the customer actually use it and see how much it contributes to the solution. It is important. In the case of FAQs it is necessary to properly set KPIs as I mentioned earlier and to periodically analyze and improve how effective new QA was created and revised. The web production team may be in charge of QA but it would be better for QA content to be analyzed and improved by someone close to the center or in cooperation with the center.



This is because when creating new questions based on the results of the analysis or when revising existing questions it is possible to ask better questions if you can also hear the opinions of the staff at the center who often listen to the voices of customers on a daily basis. sentences can be created. Of course it is necessary for the person  the wording of the answer and it is also necessary to verify the number of accesses searches and page transitions on the entire website so cooperation with the person in charge of the website is also necessary. You will need. Therefore if possible it is desirable for the QA person to be a full time staff rather than a supervisor.